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Manager-Customer Success

Location: 

Calgary, AB, CA, T2G 1S5 Vancouver, BC, CA, V6B 0M3

Req ID:  45618
Jobs by Category:  Health
Job Function:  Health Solutions
Status:  Full Time
Schedule:  Regular

The TELUS Health's Employer Solutions team is focused on delivering high quality care through highly personalized care, enhanced employers and employees experiences and easy access to a broad range of services such as Employee Assistance Program (EAP) as well as primary care, preventive health, wellness, mental health, occupational and executive health.

 

Here's the impact you'll make and what we'll accomplish together

 

As the Manager of Customer Success, you will take charge of overseeing the business and executive relationships with our corporate clients within your assigned CSM team. Your primary focus will be on nurturing a CSM team that excels in building trusted advisor relationships and assisting clients in boosting employee engagement and overall wellness.

 

We are looking for a Manager of Customer Success who embodies high energy and is known for establishing trusted relationships. This role presents an exciting opportunity for you to join a rapidly growing industry leader that is committed to delivering cutting-edge engagement and wellness solutions.

 

What you'll do

 

Lead and Develop Team: Recruit and retain a high-performing CSM team within the assigned region. Foster a culture of excellence and collaboration within the team.

 

Strategic Planning: Build a strategic plan within the assigned region/team to exceed KPIs. Execute strategic initiatives to drive business growth and success.

 

Client Relationship Management: Develop relationships at all levels within the client organization, with a focus on C-level executives. Maintain the highest level of client loyalty through strong client relationships.

 

Drive Engagement: Drive continuous engagement by providing innovative communication programs focused on user uptake and persistency.

 

Customer Advocacy: Create a culture of customer advocacy and engagement. Solicit client feedback to drive product and operational improvements for an enhanced Customer Experience.

 

Collaboration and Networking: Work closely with internal partners to address client needs and advocate for clients. Connect clients to the broader TELUS Health community of clients with attendance at events such as Insights and local events; providing opportunities to share their success stories and network with other clients for best practices

 

Business Expansion: Identify opportunities for solution expansion and growth. Coordinate the delivery of additional ad-hoc services and refer expansion opportunities to the sales team.

What You Bring:

 

  • Proven experience in customer success or account management roles, preferably in the
  • healthcare or wellness industry.
  • Strong leadership skills with the ability to inspire and motivate a team towards achieving
  • common goals.
  • Excellent communication and relationship-building skills, with a focus on client
  • satisfaction and retention.
  • Strategic thinker with the ability to drive business growth and exceed targets.
  • MBA or other master's degree required.
  • 5-8 years of team management experience.

 

Great to Have:

 

  • Experience in the healthcare industry or a related field.
  • Knowledge of employee engagement and wellness solutions.
  • Familiarity with client advocacy and relationship management practices.
  • Bilingualism in French and English.


 
Salary Range:  $95,000-$142,000
Performance Bonus or Sales Incentive Plan:  $20,000-40,000

Actual total compensation will be determined based on factors such as knowledge, skills, performance, experience and location. Additionally, TELUS offers rewarding benefits, which may vary per job function, such as:

  • Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
  • Flexibility to work in-office, virtually or a combination of both
  • Generous company matched pension and share purchase programs
  • Opportunity to give back to communities in which we work, live and serve
  • Career growth and learning & development opportunities to develop your skills
  • And much more …

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. 

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.

TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.  

Disclaimer:  In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.

The health and safety of our team, customers and communities is paramount to TELUS.  Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

 

 

 

 

Health

We’re looking for clinicians, programmers, product developers, sales and marketing people, customer support, and everyone in between. If you have a penchant for turning information into better health outcomes, then we want you to help us develop, implement and manage the most innovative healthcare solutions possible.

We are honoured to be recognized

21,166
Physicians using TELUS Health electronic medical records

6,300
Pharmacies using our pharmacy solutions

140 million+
Health claims processed using TELUS Health solutions

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.

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